Help Desk Manager

Insight Global; Cleveland (OH); Hybrid; USD 115,000 - 120,000; Full time

Job summary

Insight Global is seeking an experienced Help Desk Manager to lead IT Service Desk operations and a team of Analysts and Technicians. The role emphasizes SLAs, KPIs, and end-user support across hardware, software, and accounts, with strong collaboration across IT and business teams.

The ideal candidate brings leadership in a fast-paced environment, hands-on incident response, and a passion for customer satisfaction, plus ITIL-informed processes and processes optimization.

Qualifications

• 5+ years of IT support experience with leadership or management responsibilities.
• Experience managing a Help Desk, Service Desk, or Technical Support team.
• Strong ITIL, service management, and ticketing systems knowledge.
• Experience supporting Windows and/or Mac environments.
• Experience with ServiceNow, Jira Service Management, Zendesk, or Freshservice.
• Excellent written and verbal communication skills.
• Ability to manage multiple priorities in fast-paced environment.

Responsibilities

• Manage day-to-day IT Help Desk operations, including queues and escalations.
• Lead, mentor, and develop Help Desk Analysts and Technicians.
• Set and monitor SLAs and KPIs.
• Ensure timely resolution of hardware, software, network, and account issues.
• Serve as primary escalation point for complex issues.
• Develop and maintain support processes and knowledge base.
• Coordinate onboarding/offboarding and user provisioning.
• Collaborate with Infrastructure, Security, and Applications teams.
• Identify improvements, automate where possible.
• Manage incident response during outages.
• Track ticket trends and reduce recurring issues.
• Assist with budget planning and resource allocation.
• Ensure IT policies and security compliance.

Skills

Leadership

ITIL

Customer service

Communication

Prioritization

Education

Bachelor's degree in IT / CS

Tools

ServiceNow

Jira Service Management

Zendesk

Freshservice

Job description

Location: Cleveland, OH (4 Days Onsite, 1 Day Remote)

Employment: Full-Time, Permanent

Pay Range: $115,000 - $120,000 Annually

Position Summary

We are seeking an experienced Help Desk Manager to lead and support our IT Service Desk team. This individual will be responsible for overseeing daily help desk operations, ensuring timely resolution of technical issues, improving service delivery, and driving a high level of customer satisfaction across the organization. The ideal candidate combines strong technical knowledge with leadership experience and a passion for delivering exceptional end-user support.

Key Responsibilities

• Manage the day-to-day operations of the IT Help Desk, including ticket queues, escalations, and team performance.
• Lead, mentor, and develop a team of Help Desk Analysts and Support Technicians.
• Establish and monitor service level agreements (SLAs) and key performance indicators (KPIs).
• Ensure timely resolution of hardware, software, network, and account-related issues.
• Serve as the primary escalation point for complex technical and customer service issues.
• Develop and maintain support processes, procedures, and knowledge base documentation.
• Coordinate onboarding, offboarding, and user account provisioning activities.
• Collaborate with Infrastructure, Security, Applications, and Business teams to resolve cross-functional issues.
• Identify opportunities for process improvement, automation, and enhanced service delivery.
• Manage incident response and communication during major outages or service disruptions.
• Track trends in ticket data and implement solutions to reduce recurring issues.
• Assist with budget planning, resource allocation, and technology recommendations.
• Ensure compliance with IT policies, security standards, and regulatory requirements.

Required Qualifications

• 5+ years of IT support experience, including leadership or management responsibilities.
• Experience managing a Help Desk, Service Desk, or Technical Support team.
• Strong understanding of ITIL principles, service management, and ticketing systems.
• Experience supporting:
• Windows and/or Mac environments
• Microsoft 365
• Active Directory / Entra ID
• VPN and remote access technologies
• Hardware and software troubleshooting
• Experience with ticketing platforms such as ServiceNow, Jira Service Management, Zendesk, or Freshservice.
• Strong written and verbal communication skills.
• Excellent customer service and stakeholder management abilities.
• Ability to manage multiple priorities in a fast-paced environment.

Preferred Qualifications

• Experience supporting hybrid or cloud-based environments.
• Familiarity with cybersecurity best practices and access management.
• Experience with endpoint management tools such as Intune, SCCM, or JAMF.
• Bachelor's degree in Information Technology, Computer Science, or a related field.

Success Metrics

• SLA attainment and ticket resolution times.
• First-call resolution rates.
• Knowledge base adoption and documentation improvements.
• Team development, retention, and performance.

Ideal Candidate

The ideal candidate is a servant leader who thrives in a customer-focused environment, has a strong technical foundation, and can effectively balance people management, operational excellence, and continuous improvement initiatives. They are comfortable communicating with both frontline support teams and executive stakeholders while ensuring a positive end-user experience.